GMC Homeowner Support

The Homeowner Support Representative acts as the vital link between customers and the manufacturer, ensuring clear communication and outstanding service. This role demands a composed, resourceful, and customer-centric approach to effectively assist homeowners. Key responsibilities include guiding customers through product registration, clarifying warranty terms and business processes, and offering in-depth product expertise. Additionally, the representative connects consumers with local dealers or contractors, including those authorized for Extended Service Agreement repairs, ensuring a seamless support experience.

May Include:

• Provide outstanding customer support by addressing homeowner inquiries in a professional and timely manner via phone calls, emails, case forms, and chats.
• Assist customers with product registration, ensuring accuracy and compliance with company procedures.
• Clarify warranty terms, business processes, and service agreements to help homeowners understand their coverage and options.
• Offer expert product knowledge and troubleshooting assistance to ensure customer satisfaction.
• Facilitate consumer access to local HVAC dealers or contractors, including those authorized for Extended Service Agreement repairs.
• Maintain detailed records of customer interactions, ensuring accurate documentation and follow-up.
• Collaborate with internal teams to address customer concerns and improve service processes.

Nature and Scope

• Takes direction from lead.
• Works within well defined instructions.
• Understands warranties and has basic product knowledge.

Knowledge and Skills

• Excellent customer service skills.
• Must have ability to diffuse an upset caller.
• Ability to handle calls in a timely manner.
• Effective communication skills - Articulation, pronunciation, and proper grammar a must.
• Strong intellect and aptitude desired, along with ability to manage multiple and varied activities.
• Effective organizational and time management skills with ability to prioritize.
• High level of attention to detail and accuracy of work
• Analytical skills including ability to interpret information and make sound recommendations.
• Must have the ability to work in a cross functional capacity with internal and external teams.
• Working knowledge of internet applications as well as data entry, Microsoft Excel, and Word.
• Ability to multi-task and handle a fast paced environment.
• Familiar working with general office equipment– Fax, Multi-line phone, copier, and document scanning.
• Ability to report to work per assigned schedule – and complete work within assigned time lines.
• Knowledge of warranty processes
• Knowledge of HVAC products is strongly preferred

Experience

• 1 – 3 years of progressive experience in related field (warranty processes and preferably within HVAC industry)
• 5 plus years of customer service experience

Education

High School diploma or GED equivalent and familiarity with finance, accounting and statistics desirable.

Physical Requirements / Working Environment Must be able to perform essential responsibilities with or without reasonable accommodations.

Reports to: Manager, Customer Support

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.